Contacting eON by 'phone

Nerothefiddler

I have been finding it impossible to contact eON by phone on their helpline 0345 303 3040, for days now . The wait, for never less than 15 minutes, and a monotonous automated voice saying 'thank you for holding' the only result,and having to ring off. There is no callback facility, or an indication of how long the wait is, or position in a queue.
Surely it's about time this giant improved it's customer relations dept.
Anyone have any better idea about how to contact this utility?.
Smoke signals?, Pony express?.

Wywth

Nerothefiddler wrote: »

I have been finding it impossible to contact eON by phone on their helpline 0345 303 3040, for days now . The wait, for never less than 15 minutes, and a monotonous automated voice saying 'thank you for holding' the only result,and having to ring off. There is no callback facility, or an indication of how long the wait is, or position in a queue.
Surely it's about time this giant improved it's customer relations dept.
Anyone have any better idea about how to contact this utility?.
Smoke signals?, Pony express?.

Have you tried their website? Lot of options on how to contact them provided on there

Fire_Fox

E-mail or snail mail? http://www.eonenergy.com/for-your-home/help-and-support

Former_E.ON_Company_Representative:_Malc

Hi Nerothefiddler

I'm really sorry for the long waiting times on this number. This is one of our specialist electricity prepayment numbers.

I'm aware, we've had a few issues recently in this area and these have caused delays. We're currently working to resolve these issues and cut the waiting times.

This isn't helping you at the moment, though. If your query isn't about a complex prepay issue, our general call centre can probably help. The number is on our website and the current waiting times are less than a minute.

These advisors know prepayment meters, it's just they don't have access to some of the more specialist tools.

Don't know if this is of interest, but you can also contact us on twitter or facebook.

Alternatively, drop an email to the address in my Profile if you prefer. I'll be happy to take a look.

Malc

Nerothefiddler

E.ON_Company_Representative:_Malc wrote: »

Hi Nerothefiddler

I'm really sorry for the long waiting times on this number. This is one of our specialist electricity prepayment numbers.

I'm aware, we've had a few issues recently in this area and these have caused delays. We're currently working to resolve these issues and cut the waiting times.

This isn't helping you at the moment, though. If your query isn't about a complex prepay issue, our general call centre can probably help. The number is on our website and the current waiting times are less than a minute.

These advisors know prepayment meters, it's just they don't have access to some of the more specialist tools.

Don't know if this is of interest, but you can also contact us on twitter or facebook.

Alternatively, drop an email to the address in my Profile if you prefer. I'll be happy to take a look.

Malc

Finally got a 'phone call today in answer to my plea by email sent on 8th March 2013. A very helpful young lady,Charlot (Wilson) sorted all my problems out for me within 10 minutes. And yes I did try every 'phone number on the eon site, with long waits on hold totaling two hours, without result. It really is excruciating to listen to 'thank you for holding' followed by inane tips on how to save electricity!.

Former_E.ON_Company_Representative:_Malc

Hi Nerothefiddler

I'm really sorry you've had such a poor experience with our phone service.

I've already fed your earlier comments back to the relevant decision makers and will gladly do so again.

I'm aware of actions currently being taken to improve this service but, to be honest, I don't expect an instant solution. New staff need to be trained and this takes time.

We're determined to address this, though, as we fully accept long waiting times on the phone are far from satisfactory.

As I mentioned before, we do have other channels of contact like twitter, facebook and even through MSE. Possibly not for you Nerothefiddler, but might be of interest to others.

Sorry again for the long waits but glad Charlotte was able to help.

Malc